System controlled augmented resource facility

ABSTRACT

A system, computer program product, and method for management of resources through an augmented resource facility is provided. In particular, a virtual center owned and operated by an entity may include a user-facing computing system. Said computing system may, through one or more cameras, sensors, and/or displays, provide an augmented or virtual reality experience to the user when the user interacts with the computing system to manage account resources.

FIELD OF THE INVENTION

The present invention embraces a system, computer program product, andmethod for management of resources through an augmented resourcefacility.

BACKGROUND

Balancing computer security with efficiency and expediency of use is aconstant challenge with respect to computing systems today. Traditionalinterfaces often require a user to navigate through an extensive arrayof options to execute certain actions, and often subject the user toonerous authentication requirements to utilize the system. Accordingly,there is a need for a more efficient way to reduce the amount of inputneeded from the user to execute certain actions while also providing aseamless, efficient method of authentication.

BRIEF SUMMARY

The following presents a simplified summary of one or more embodimentsof the invention in order to provide a basic understanding of suchembodiments. This summary is not an extensive overview of allcontemplated embodiments, and is intended to neither identify key orcritical elements of all embodiments, nor delineate the scope of any orall embodiments. Its sole purpose is to present some concepts of one ormore embodiments in a simplified form as a prelude to the more detaileddescription that is presented later.

The invention comprises virtual center in a hub and spoke systemenvironment that includes a virtual ambassador. The invention includesan interior space that is adapted for virtual and/or augmented displaysand alternative authentication mechanisms for completing transactionswithin the virtual center. Furthermore, the center may comprise learningwalls or other interactive walls and applications that are specificallygenerated for the user or users in the center. In this way, a user maywalk into the virtual center and be identified based on beacon, facialrecognition, etc. associated with the center. Furthermore, the systemmay identify the user, user habits, and the like to predict the reasonfor the user's visit. Along with this, the system identifies userswithout user accounts for further interaction. As the user walks intothe center, he/she will be greeted by a virtual ambassador via atwo-dimensional or three-dimensional display. The ambassador will havethe user's information and either know the reason the user is at thecenter or ask the user. Once a type of transaction is determined, theambassador may walk the user from one area of the virtual center toanother, to perform the operations necessary to carry out the user'srequest. The virtual ambassador may initiate a split screen videoconference between the ambassador and an offsite representative for anintroduction to the user and completion of the transaction. Theambassador may pass the user on to a different representative ifrequired for completion of the transaction. As such, the system performsan integration of various platforms within an entity with the virtualambassador to complete various transactions.

Embodiments of the present invention provide a system, method, andcomputer program product for interfacing with a user within a virtualcenter. The system comprises an interface computing system comprising afirst processor; a first communication interface; and a first memoryhaving a virtual ambassador application stored therein. The virtualambassador application, when executed by the first processor, causes thefirst processor to detect, via one or more sensors, a presence of theuser within the virtual center; present an image of a virtual ambassadorto the user via a display; present to the user, via the display, anoptions menu through the virtual ambassador; receive, from the user, aselection of a menu item; and send, over a network, the selection of themenu item to an operations computing system. The operations computingsystem comprises a second processor; a second communication interface;and a second memory having an operations application stored therein,wherein the operations application, when executed by the secondprocessor, causes the second processor to receive, over the network, theselection of the menu item from the virtual ambassador application; andinitiate a resolution of the selection of the menu item.

In some embodiments, the options menu is centered around the user,wherein the menu item is defined by a selectable area configured forinteraction with the user, wherein receiving the selection of the menuitem comprises detecting, via the one or more sensors, that at least apart of the user's body has entered the selectable area; detecting, viathe one or more sensors, that the part of the user's body has remainedwithin the selectable area for a predetermined amount of time; andproviding a confirmation to the user that the menu item has beenselected.

In some embodiments, the virtual ambassador application further causesthe first processor to detect, via the one or more sensors, a change inlocation of the user within the virtual center; reposition the optionsmenu according to the location of the user; and reposition the image ofthe virtual ambassador according to the location of the user.

In some embodiments, initiating the resolution of the selection of themenu item comprises the operations application further causing thesecond processor to detect that the selection of the menu item isassociated with an action within a particular location within thevirtual center; configure the virtual ambassador to prompt the user tomove to the particular location and shift the image of the virtualambassador to the particular location; and prompt the user, via thedisplay, to execute the action within the particular location.

In some embodiments, the display is a three-dimensional holographicprojector.

In some embodiments, initiating the resolution of the selection of themenu item comprises the operations application further causing thesecond processor to detect that the selection of the menu item requiresfurther action by a representative; and establish a video conferencingsession with a representative computing system, wherein the videoconferencing session comprises information associated with the selectionof the menu item.

The features, functions, and advantages that have been discussed may beachieved independently in various embodiments of the present inventionor may be combined with yet other embodiments, further details of whichcan be seen with reference to the following description and drawings.

BRIEF DESCRIPTION OF THE DRAWINGS

Having thus described embodiments of the invention in general terms,reference will now be made to the accompanying drawings, wherein:

FIG. 1 depicts an operating environment, in accordance with oneembodiment of the present invention;

FIG. 2 depicts a schematic of the interface provided to a user withinthe virtual center in accordance with one embodiment of the presentinvention;

FIG. 3 depicts a schematic of a system for providing anaugmented/virtual reality experience within a virtual center, inaccordance with one embodiment of the present invention;

FIG. 4 depicts a schematic illustrating the interface computing system,the operations computing system, and the representative computing systemin more detail, in accordance with one embodiment of the presentinvention;

FIG. 5 depicts a process flow of the virtual ambassador system withinthe virtual center, in accordance with one embodiment of the presentinvention; and

FIG. 6 depicts a process flow illustrating a method for usingpassive-based authentication to authorize transactions, in accordancewith one embodiment of the present invention.

DETAILED DESCRIPTION OF EMBODIMENTS OF THE INVENTION

Embodiments of the present invention will now be described more fullyhereinafter with reference to the accompanying drawings, in which some,but not all, embodiments of the invention are shown. Indeed, theinvention may be embodied in many different forms and should not beconstrued as limited to the embodiments set forth herein; rather, theseembodiments are provided so that this disclosure will satisfy applicablelegal requirements. Like numbers refer to elements throughout. Wherepossible, any terms expressed in the singular form herein are meant toalso include the plural form and vice versa, unless explicitly statedotherwise. Also, as used herein, the term “a” and/or “an” shall mean“one or more,” even though the phrase “one or more” is also used herein.

“Entity” as used herein may refer to an individual or an organizationthat owns and/or operates a system of networked computing devices and/orsystems on which the augmented resource facility is implemented. Theentity may be a business organization, a non-profit organization, agovernment organization, and the like.

“User” as used herein may refer to an individual who may log onto thesystem through the augmented resource facility. Typically, the user isauthorized by the entity to access the system. Accordingly, the user maybe a customer of an entity who owns an account within the entity'ssystem. In other embodiments, the user may be a potential customer ofthe entity. Alternatively, the user may also be an employee of theentity.

“Computing system” as used herein may refer to a networked computingdevice within the entity system. The computing system may include aprocessor, a non-transitory storage medium, a communications device, anda display. The computing system may support user logins and inputs fromany combination of similar or disparate devices. Accordingly, thecomputing system may be a portable electronic device such as asmartphone, tablet, or laptop, or the computing may be a stationary unitsuch as a personal desktop computer or networked terminal within anentity's premises. In some embodiments, the computing system may be alocal or remote server which is configured to send and/or receive inputsfrom other computing systems on the network.

“Account” as used herein may refer to a personalized record kept withinan entity on behalf of a user. Each account is associated with aspecific authorized user and contains information on resources owned bythe user and held by the entity.

“Resource” as used herein may refer to an object under the ownership ofa user which is stored or maintained by the entity on the user's behalf.The resource may be intangible or tangible objects such as data files,documents, biographical data, funds, and the like. Typically, the user'saccount contains records of the resources owned by the user. Accountdata may be stored in an account database within the entity's systems.

“Virtual center” as used herein may refer to a partially or fullylocated on the entity's premises that is intended to receive customersor potential customers of the entity. A virtual center may be configuredto run autonomously without on-site employees while simultaneouslyallowing customers to perform all of the functions that would ordinarilybe available to the customer at a traditional service center.

Embodiments of the present invention provide a system, computer programproduct, and method for management of resources through an augmentedresource facility. In particular, a virtual center owned and operated byan entity may include a user-facing computing system. Said computingsystem may, through one or more cameras, sensors, and/or displays,provide an augmented or virtual reality experience to the user when theuser interacts with the computing system to manage account resources.Typically, the computing system is located in a fixed position withinthe entity's premises. In such embodiments, the user-facing computingsystem serves as the interface between the user and the virtual center.In this way, the virtual center provides the user with a novel way toaccess information or manage account resources. One skilled in the artmay understand that said computing system may comprise one or morecomputing systems distributed throughout the virtual center to provide aseamless augmented or virtual reality experience to the user.

The virtual center may further comprise a virtual ambassador storedwithin the user-facing computing system. The virtual ambassador may bepresented on one or more displays within the virtual center to interfacewith the user. Said displays may be one or more fixed position screensthat display the virtual ambassador, or alternatively may be holographicdisplays which project the virtual ambassador onto a surface within thevirtual center. The virtual ambassador may be configured to detect theuser's presence via the sensors and/or cameras within the virtualcenter. The virtual ambassador may then greet the user with a visual oraudio message, and prompt the user for inputs to determine the nature ofthe user's visit to the virtual center. For instance, the user may wishto transfer resources from one account to another account. In otherembodiments, the user may wish to open a new account or makemodifications to an existing account. The user may indicate the intentto transfer resources to the virtual ambassador through various methodsof input, such as by voice commands, keypad entry, touchscreen entry,motion technology, and the like. Upon determining the user's intent, thevirtual ambassador may direct the user to take the appropriate nextsteps in fulfilling the purpose of the user's visit. For instance, thevirtual ambassador may direct the user to a designated area within thevirtual center, such as a private booth, to complete a resourcetransfer. The virtual ambassador may further virtually connect the userto an offsite entity representative to provide further assistance to theuser.

In some embodiments, the virtual center may comprise a historicaldatabase which comprises historical data, which tracks the virtualcenter's interactions with each user. For instance, the historical datamay contain information on each visit by a particular user, such as thetime/date of the visit, the reason for the visit, the length of thevisit, what actions were taken by the user, the resolution of the visit,and the like. Based on this data, the virtual center may calculateprojections for a particular user based on predicted future visits bythe user. For instance, based on a user visiting the virtual center on aregular basis on a particular day and time of day for a particularreason, the system may determine that the user is likely to visit thevirtual center at the same time and day in the future for the samereason. Using this prediction, the virtual ambassador may prompt theuser to confirm that the user is present at the virtual center for thepredicted reason, as soon as the user walks into the virtual center. Insome embodiments, the system may further be configured to detect one ormore problems with a user's account and notify the user of the problemsthrough the virtual ambassador. In this way, the system may reduce thenumber of steps necessary to accomplish the user's objective of thevisit to the virtual center.

The virtual center may further comprise a multi-factored authenticationsystem to identify users who have accounts with the entity and users whodo not. The authentication system may comprise a plurality of devices toreceive authentication input from the user, such as cameras,microphones, biometric sensors, motion sensors, proximity sensors,RFID/NFC or other wireless sensors, touchpads, keypads, keyboards, andthe like. Accordingly, the authentication system may utilize acombination of multiple authentication methods to identify andauthenticate a user, such as facial recognition, voice recognition,fingerprint/retinal recognition, detection of cards/chips or smartphoneslocated with the user, PINs, passwords, cryptographic keys, tokens, andthe like. The various authentication methods may be used to calculate aconfidence value for the authentication system, where the confidencevalue reflects the degree of certainty of the user's identity. Eachauthentication method may, upon identifying a positive match for a user,increase the confidence value by a certain degree. For instance,biometric recognition from fingerprint or retinal scanners maycontribute a greater amount to the confidence value than identificationby a card located on the user. In some embodiments, the virtual centermay utilize a number of authentication methods to identify a user as theuser walks into the virtual center. For example, the virtual center mayidentify the face of the user as well as whether the user is carrying acard or chip provided by the entity. Once a positive matches areidentified for the user's face and entity-provided card, the confidencevalue may meet or exceed a first threshold, at which point the virtualambassador may then greet the user by name. After the initial greeting,the system may prompt the user to provide additional authentication,such as by fingerprint, voice, PIN, password, and the like. Uponreceiving said additional authentication, the confidence value mayincrease to meet or exceed a second threshold, after which the number ofavailable actions (e.g. accessing sensitive data or transferring a largeamount of resources) to the user increases. In this way, the systemprovides a seamless authentication experience to the user whilesimultaneously protecting against misidentification by the virtualcenter system. In other embodiments, the user may have made anappointment to visit the virtual center. In such embodiments, the user'sarrival at the appointed time may serve to increase the confidencevalue.

In some embodiments, the virtual center may comprise a smart learningwall, which comprises one or more interactive displays. In someembodiments, the displays may be two-dimensional displays such as atouchscreen monitor or screen. In other embodiments, the displays may bethree-dimensional holographic displays. Each display in the smartlearning wall may be configured to display relevant information to theuser. For instance, the display may provide information or tips formanaging resources in the user's account. In some embodiments, the smartlearning wall may integrate artificial intelligence (AI) products thatmay detect the user's identity and provide personalized informationbased on the user's interactions with the AI.

The virtual center system addresses a number of computertechnology-centric challenges associated with interfacing with the userand authenticating the user. In particular, by predicting future actionsby the user within the virtual center and prompting the user to confirmthe nature of the user's visit, the system is able to seamlesslyshort-circuit the intermediate steps necessary to determine the natureof the visit, thereby increasing the computing efficiency of the system.Furthermore, providing a multi-factor authentication process furtherincreases the computing efficiency of the system by further reducing theintermediate authentication steps necessary for the user to performcertain functions within the system, as well as by preventing wastefuluse in computing resources associated with misidentification or failuresto authenticate a user. Said computing resources may include processingpower, memory space, storage space, cache space, electric power, andnetworking bandwidth.

FIG. 1 is a block diagram illustrating an operating environment 001, inaccordance with one embodiment of the present invention. The operatingenvironment may include a virtual center 101 within an entity system100. The entity system 100 comprises the various computing systemswithin the entity at large and encompasses the computing systems withineach virtual center 101. A virtual center 101 may in turn comprise aninterface computing system 110 in operative communication with anoperations computing system 120 within the virtual center 101 and arepresentative computing system 130 outside of the virtual center 101but within the entity system 100 over a network 180. The network 180may, for example, be a global area network (GAN), such as the Internet,a wide area network (WAN), a local area network (LAN), or any other typeof network or combination of networks. The network 180 may provide forwireline, wireless, or a combination wireline and wireless communicationbetween the various devices and computing systems on the network 180.The user computing system may be a mobile device such as a smartphone,tablet, or laptop, a personal computing device such as a desktopcomputer, smart device, single board computer, or a device owned andoperated by an entity, such as a computer system terminal located on theentity's premises. It should be understood by those of ordinary skill inthe art that the various devices and computing systems as depictedherein may be embodied in a single device or computing system ormultiple devices and/or computing systems distributed throughout thevirtual center 101 and/or the entity system 100. Typically, theinterface computing system 110 comprises the hardware and softwarenecessary to implement, execute, and display the virtual ambassador to auser 170. The interface computing system 110 may further comprise atleast a portion of the hardware and software to identify andauthenticate the user 170. The user 170 may be an individual who owns anaccount with the entity and is visiting the virtual center 101 toaccomplish a particular objective with respect to the account of theuser 170, such as a transfer of resources (e.g. withdrawal or deposit offunds within the user's account), utilization of other services offeredby or through the entity (e.g. insurance, real estate funding), updatesto biographical settings or user preferences, and the like. In otherembodiments, the user 170 may be an individual without an account withthe entity who wishes to obtain more information about the entity.

Typically, the user 170 interacts with the interface computing system110 as soon as the user 170 walks into the virtual center 101. Theinterface computing system 110 identifies the user 170 and determinesthe nature of the user's 170 visit to the virtual center 101. Theinterface computing system 110 may, through the virtual ambassador,obtain both passive authentication data (e.g. authentication dataobtained without conscious intervention by the user, such as byidentification of a cryptographic key/token on the user's portabledevice, facial recognition, and the like) and active authentication data(e.g. authentication data provided by a deliberate and conscious actionby the user, such as by biometric fingerprint, a PIN, a password, voicerecognition, and the like) to provide a more seamless authenticationexperience for each user. In authenticating the user 170, the interfacecomputing system 110 may communicate with one or more operationscomputing systems 120, which store and execute the instructions and datanecessary for the functioning of the virtual center 101. For instance,the operations computing system 120 may contain the authenticationtables necessary to authenticate the user. The operations computingsystem 120 may further contain the historical database, which allows thesystem to track each interaction of the user 170 with the one or morevirtual centers 101 within the entity system 100 in order to predict afuture action to be taken by the user 170. The operations computingsystem 120 may be responsible for performing the steps necessary tofulfill the objective of the user 170, such as transfer of resources toor from accounts, generation of electronic or physical documents, orother functions related to account management.

In some embodiments, the virtual center 101 may be equipped with one ormore sensors 150 and one or more cameras 160. Some sensors 150 andcameras 160 may be integrated into the interface computing system 110and/or the operations computing system 120, and others may beoperatively connected to the interface computing system 110 and/or theoperations computing system 120 via the network 180. “Sensor” as usedherein may refer to a number of different devices through which thevirtual center 101 receives input data, such as motion sensors,proximity sensors, light sensors, wireless device sensors, audio sensors(e.g. microphones), heat sensors, and the like. The sensors 150 aretypically configured to track the user's 170 movement and position asthe user 170 moves throughout the virtual center 101. Furthermore, thecameras 160 may be configured to track the orientation of the user 170as the user 170 moves throughout the virtual center 101. Based on thesensor 150 and camera 160 data, the interface computing system 110and/or the operations computing system 120 may present the virtualambassador and/or an input selection interface to the user 170 throughone or more displays 190 within the virtual center 101. In someembodiments, the displays 190 may be monitors or screens integrated intothe interface computing system 110 and/or the operations computingsystem 120.

The interface computing system 110 and/or the operations computingsystem 120 may be in operative communication with a representativecomputing system 130 which is located outside of the virtual center 101.At various stages in the resolution to the user's needs, the interfacecomputing system 110 and/or the operations computing system 120 maydetermine that an off-site representative is required to further assistthe user 170. In such situations, the interface computing system 110and/or the operations computing system 120 may initiate a video/audioconferencing session with said representative through the representativecomputing system 130. Upon initiating the session, a video and/or audiostream from the representative computing system 130 may be displayed tothe user 170. In some embodiments, the one or more streams may bedisplayed on a screen located on the interface computing system 110 orthe operations computing system 120. In some embodiments, the one ormore streams may be projected onto a surface within the virtual center101 to create a three-dimensional holographic image of therepresentative. In some embodiments, the representative may determinethat another representative is required to further assist the user 170.In such an embodiment, the first representative may connect the user 170with the second representative within the video conferencing session.The system may be configured such that the first representative remainsconnected to the video conferencing session until the secondrepresentative has connected to the video conferencing session. In thisway, the system maintains a chain of connectivity between the user 170and the various systems and/or representatives within the system.

FIG. 2 is a block and symbol diagram illustrating the interface providedto a user within the virtual center, in one embodiment of the presentinvention. The displays 190 within the virtual center 101 may includemonitors or screens located in various areas throughout the virtualcenter 101 which are in operative communication with the interfacecomputing system 110 and/or the operations computing system 120 over thenetwork 180. In such embodiments, the displays 190 may present a userimage 220 on the monitor or screen, where the user image 220 istypically a captured video stream from the cameras 160. The interfacecomputing system 110 and/or the operations computing system 120 may thenrender a user input menu as an overlay to the user image 220. The userinput menu may track the user's 170 center of mass and follow the user's170 movement throughout the virtual center 101, such that the user inputmenu is always centered around the user image 220. The user input menumay comprise a plurality of menu items 201, 202 which allow the user 170to execute various functions within the virtual center 101. The menuitems 201, 202 may take the form of a selectable area which isrepresented visually to the user 170. The virtual center 101 may beconfigured to detect when the user 170 has selected a menu item 201, 202by determining whether the user image 220 is overlaid with the selectedarea. For instance, the user 170 may position a hand such that the userimage's 220 hand touches the visually represented menu item 201, 202,after which point the system may recognize that the user 170 hasselected said menu item 201, 202 corresponding to a desired action ofthe user 170. In some embodiments, the user 170 may be required to holda part of the body within the selectable area of the menu item 201, 202for a threshold amount of time. Upon receiving a selection of a menuitem 201, 202 by the user 170, the operations computing system 120 mayexecute the functions necessary to carry out the desired action(s) ofthe user 170. The virtual ambassador 210 may provide a visual and/oraudio confirmation that a particular menu item 201, 202 has beenselected. In some embodiments, this may include controlling the virtualambassador 210 to provide video and audio guidance to the user 170. Insome embodiments, the virtual ambassador 210 may, depending on thelocation of the user 170, be presented on a display 190 in closeproximity to the user 170. In this way, the virtual ambassador 210follows the user 170 as the user 170 moves throughout the space of thevirtual center 101 and provides guidance accordingly.

FIG. 3 is a block and symbol diagram illustrating a system for providingan augmented/virtual reality experience within a virtual center, inaccordance with one embodiment of the present invention. In someembodiments, the virtual center 101 may comprise a plurality ofthree-dimensional holographic projectors 300 which are configured toproject holographic images in various positions throughout the virtualcenter 101. In some embodiments, once the system determines the user'slocation within the virtual center 101 using a plurality of sensorsand/or cameras, the holographic projectors 300 may project images of oneor more menu items 201, 202 within the reach of the user 170. Thesensors 150 and cameras 160 within the virtual center 101 may be used toconstantly track the user's 170 position and orientation. If the user170 moves to a different position within the virtual center 101, theprojectors 300 may be configured to recenter the menu items 201, 202with respect to the user 170. Typically, the menu items 201, 202 will becentered in front of the user 170 at or near eye level such that theuser 170 may easily utilize the system's various functions. In this way,the user 170 has constant access to the menu items 201, 202 no matterwhere the user 170 moves in the virtual center 101 or in which directionthe user 170 is facing. In some embodiments, the projectors 300 mayfurther be configured to render the virtual ambassador 201 as aholographic image. The virtual ambassador 210 may be projected withinthe field of vision of the user 170 such that the user 170 may see thevirtual ambassador 210 at all times during the user's 170 visit to thevirtual center. In some embodiments, the virtual ambassador 210 mayshift its position relative to the user 170 if the system detects thatthe user 170 is moving or intends to move to a different position withinthe virtual center 101. The virtual ambassador 210 may be configured tostay within the user's 170 field of vision at all times regardless ofthe user's 170 location or orientation within the virtual center 101. Inthis way, the virtual ambassador 210 is able to constantly provideguidance to the user 170 for the full duration of the visit. In someembodiments, the virtual ambassador 210 may further be configured to,upon receiving a selection of a menu item 201, 202 from the user 170,direct the user 170 to walk to a specific area and/or utilize aparticular computer terminal within the virtual center 101. In such anembodiment, the virtual ambassador 210 may move from the user's 170current location to said area/computer terminal, in order to guide theuser 170. The virtual ambassador's 210 movement may be accompanied byaudio and/or visual cues indicating that the user 170 should follow thevirtual ambassador 210 to the new location in the virtual center 101.The virtual ambassador 210 may be configured this way, for example, whenthe system detects that a particular desired action of the user 170 mustbe conducted in a particular area or with a particular computing device.

In an exemplary embodiment, the user 170 having an account with theentity may wish to make an account withdrawal. As the user 170 walksinto the virtual center 101, the interface computing system 110 maydetect that the user 170 has entered the virtual center 101 through thevarious sensors 150 and cameras 160. The interface computing system 110may lock on to the user 170 and initiate a session such that only theuser 170 may provide inputs to the interface computing system 110 forthe duration of the session. In other words, even if a subsequent useris detected by the system, said subsequent user will be prevented frommaking inputs by gestures, voice commands, keypad inputs, and the likeuntil the initial user 170 has completed the session. The interfacecomputing system 110 may utilize the various sensors 150 to passivelyidentify and authenticate the user, using methods such as detection of asmart device associated with the user 170, facial recognition throughthe images captured by the cameras 160, and/or detection of a chip orcard associated with the entity. At this stage, the confidence value forthe user's 170 identity may cross a first threshold, at which point thevirtual ambassador 210 may appear as a holographic image and may speakto the user 170 and greet the user 170 by name. In some embodiments, thevirtual ambassador 210 may then prompt the user 170 to select from anumber of menu items 201, 202 to determine the nature of the user's 170visit. In other embodiments, the virtual ambassador 210 may, throughdata analytics, automatically determine that the user 170 is likely tohave visited the virtual center 101 to make an account withdrawal. Insuch embodiments, the virtual ambassador 210 may post to the user 170with a visual and/or auditory inquiry, asking whether the user 170 hasvisited the virtual center 101 to make an account withdrawal. Thevirtual ambassador 210 may then prompt the user with a visual and/orauditory cue to provide additional authentication credentials, such as avoice command, a biometric retinal or fingerprint scan, a PIN, apassword, a token on a smart device, and the like. By providing one ormore of said types of authentication credentials, the confidence valuemay be increased to or above a second threshold, at which point thesystem authorizes the user 170 to make the account withdrawal. In someembodiments, the confidence value may cross the second threshold solelyusing passive authentication to provide a “contactless” authenticationmethod to the user 170. In some embodiments, the system may detect thatthe user 170 must complete the account withdrawal at a particularterminal within the virtual center 101. In such an embodiment, thevirtual ambassador 210 may prompt the user 170 to follow the virtualambassador 210, at which point the virtual ambassador 210 may begin tomove towards the terminal which the user 170 must utilize to completethe transaction. The virtual ambassador 210 may stay within apredetermined distance from the user 170 until the user has successfullylocated and traveled to the location of the terminal. The virtualambassador 210 may remain in close proximity to the user 170 until theuser 170 has completed one or all of the objectives of the user's 170visit to the virtual center 101.

FIG. 4 is a block diagram illustrating the interface computing system110, the operations computing system 120, and the representativecomputing system within the entity system 130 in more detail, inaccordance with one embodiment of the present invention. The interfacecomputing system 110 typically contains a processor 321 communicablycoupled to such devices as a communication interface 311 and a memory331. The processor 321, and other processors described herein, typicallyincludes circuitry for implementing communication and/or logic functionsof the various computing systems, including the interface computingsystem 110. For example, the processor 321 may include a digital signalprocessor device, a microprocessor device, and various analog to digitalconverters, digital to analog converters, and/or other support circuits.

The interface computing system 110 may use the communication interface311 to communicate with other devices over the network 180. Thecommunication interface 311 as used herein may include an Ethernetinterface, an antenna coupled to a transceiver configured to operate ona cellular data or WiFi signal, and/or a near field communication(“NFC”) interface.

The interface computing system 110 may include a memory 331 operativelycoupled to the processor 321. As used herein, memory includes anycomputer readable medium (as defined herein below) configured to storedata, code, or other information. The memory may include volatilememory, such as volatile Random Access Memory (RAM) including a cachearea for the temporary storage of data. The memory may also includenon-volatile memory, which can be embedded and/or may be removable. Thenon-volatile memory can additionally or alternatively include anelectrically erasable programmable read-only memory (EEPROM), flashmemory or the like. The virtual ambassador 210 program may be storedwithin the memory 331 of the interface computing system 110. Whenexecuted, the virtual ambassador 210 may be presented on a userinterface 341 to the user 170, where the user interface 341 may be adisplay such as a screen or monitor, or may be a three-dimensionalholographic image that is projected within the space of the virtualcenter.

The operations computing system 120 may comprise a communicationinterface 312, a processor 322, and a memory 332 having a historicaldatabase 324 stored thereon. The historical database 324 may comprisedata associated with each user 170 associated with the entity. Forinstance, the data may relate to customers of the entity, where theentity may be a financial institution. The data may include informationregarding accounts of the user 170, actions taken by the user 170 withinboth the virtual center and the entity's systems at large, number ofprevious visits and purpose of said visits to the virtual center, andthe like. The data within the historical database 352 may, through adata analytics engine, be used to predict a future action of the user170. The virtual ambassador 210 may be configured to present thepredicted future action to the user 170 and inquire whether the user 170wishes to proceed with the action. The memory 332 may further comprisean operations application 342, which contains executable code forperforming the various desired functions of the user 170 as well as thefunctions of the virtual center. It should be noted that one skilled inthe art should recognize that though the interface computing system 110and the operations computing system 120 as described herein are depictedas two separate systems, the functions of both systems may be performedby a single system or distributed amongst a plurality of systems.

The representative computing system 100 typically also includes aprocessor 323 operatively coupled to a communication interface 313 and amemory 333. The memory 333 may contain a representative application 353which causes the processor 323 to display a user interface 343 to arepresentative 370. It should be understood that the display on whichthe user interface 343 is presented may include an integrated display(e.g. a tablet or smartphone screen) within the user computing system100, or an external display device (e.g. a computer monitor ortelevision). The representative application 353 may comprise theapplication code needed for the representative 370 to assist the user170 in accomplishing the user's 170 objectives. The application code mayinclude code necessary to connect to a video conferencing sessioninitiated by the virtual ambassador 210 and/or the operationsapplication 342.

FIG. 5 illustrates a process flow of the virtual ambassador systemwithin the virtual center, in accordance with one embodiment of thepresent invention. The process begins at block 500, where the interfacecomputing system detects a presence of a user within the virtual center.Typically, the system detects the user's presence via one or moresensors and/or cameras placed throughout the virtual center. Once theuser walks across an area of detection within the virtual center, thesensors and/or cameras may activate the process. In some embodiments,the cameras and sensors may continuously track the user's movement andposition during the user's visit to the virtual center. At this step,the system may begin running passive authentication methods to identifythe user as the user walks into the virtual center.

The process continues to block 501, where the system presents an imageof a virtual ambassador to the user via a display. In some embodiments,said display may be a two-dimensional display such as a monitor orscreen. In other embodiments, the display may be a three-dimensionalholographic projection created by a series of holographic projectors.The virtual ambassador may be configured to greet the user with an audiocue, such as greeting the user by the user's name. In some embodiments,the system may, using the historical database, predict the reason forthe user's visit. For instance, if the user regularly visits the virtualcenter and/or the entity's other premises for a particular transactionat a particular time, the system may determine that the user is likelyto have visited the virtual center for said transaction if the uservisits during the expected time frame. In such a scenario, the virtualambassador may query the user, typically in audible form, to determinewhether the user has visited the virtual center for the predictedpurpose. The user may then give an audible confirmation or rejection ofthe suggested transaction, in response to which the system will respondappropriately by initiating the transaction or by proceeding to the nextstep (e.g. block 502). In some embodiments, the virtual ambassador maybe configured to notify the user of problems associated with the user'saccount. For instance, if the system detects fraudulent activity on theaccount, the virtual ambassador may first alert the user to the activityand propose an appropriate series of steps to resolve the problem.

The process continues to block 502, where the system presents to theuser an options menu through the virtual ambassador. The options menumay comprise one or more selectable menu items for the user to selectdepending on the user's objectives. In some embodiments, for instance,the user may wish to take an action related to an account of the user,such as a resource transfer such as a withdrawal or deposit, change inbiographical data, account preferences, and the like. The options menumay be presented to the user via a display which may be configured toaccept inputs through various methods, which may include touchscreeninput, keyboard/keypad input, voice commands, and/or user motion/bodydetection where the menu is centered around an image of the user on adisplay. In some embodiments, the menu items within the options menu maybe presented to the user via a three-dimensional holographic displaywithin reach of the user.

The process continues to block 503, where the system receives from theuser a selection of a menu item. The user may select a menu item whichcorresponds to the user's needs (e.g. the user wishes to obtain moreinformation about a service offered by the entity) through the approvedinput methods of the system as described above. Typically, said inputoccurs through a “touchless” method such as voice commands, usermovements/location, and the like. For instance, the user may provideinputs to the system by hovering and/or touching a menu item that hasbeen projected either on a screen or by hologram in close proximity tothe user. In other embodiments, the user may state a selection by voice.For instance, if the menu item reads “Account Transfers,” the user mayselect the menu item by speaking the words associated with the menuitem. In some embodiments, the user may speak generally about the user'sneeds, such as by saying “I would like to open a new account.” In suchembodiments, the system may recognize the words spoken and initiate theprocesses to accomplish the user's objective, regardless of whether amenu item has been presented to the user.

The process continues to block 504, where the interface computing systemsends the selection of the menu item to the operations applicationwithin the operations computing system. The selection of the menu itemby the user may be sent via the network within the virtual center. Insome embodiments, the selection of the menu item may further be sent toanother computing system within the entity system in the event that theparticular menu item requires additional assistance and/or resourcesoutside of the virtual center.

The process continues to block 505, where the operations computingsystem receives the selection of the menu item from the virtualambassador. At this point, the operations computing system and theinterface computing system may act in a concerted effort to further theuser's objectives. For instance, the operations computing system maydetermine that an offsite server must be accessed to complete the user'sobjectives, such as if the user wishes to open a new account. In such anembodiment, the operations computing system may establish a securecommunication link with the offsite server and initiate the process. Theoperations computing system may further detect that further input isrequired from the user to complete the transaction. In such anembodiment, the operations computing system may trigger the virtualambassador to prompt the user to provide further input. The input insuch a scenario may be biographical information, additionalauthentication credentials, user preferences, and the like.

The process concludes at block 506, where the operations computingsystem initiates a resolution of the selection of the menu item. In someembodiments, the operations computing system may determine that theselection of the menu item may be resolved completely within the virtualcenter. For instance, if the user wishes to transfer account resourcessuch as funds, the system may be configured to allow the user tonavigate through the tree of menu choices provided to the user via thedisplay and present the outcome of the transfer to the user through saiddisplay. Preferably, the user provides inputs through touchless methods.Upon such a determination, the operations computing system may take allnecessary steps to resolve the user's selection, such as providinginformation to the user, providing confirmation of a change in accountpreferences, directing the user towards a particular area or devicewithin the virtual center to execute a resource transfer (e.g.withdrawal or deposit). In some embodiments, the operations computingsystem may determine that resolving the selection must involve othersystems and/or representatives within the entity system. At this point,the operations computing system may open communication channels withsaid other systems to accomplish the objectives of the user.

FIG. 6 is a process flow diagram illustrating a method for usingpassive-based authentication to authorize transactions, in accordancewith one embodiment of the present invention. The process begins atblock 600, wherein the system detects a presence of a user within avirtual center. Typically, the system detects the user's presence via aone or more sensors and/or cameras positioned throughout the virtualcenter. For instance, the sensors and/or cameras may be activated basedon motion, light, heat signatures, pressure, sound, and the like.

The process continues to block 601, where the system attempts to verifyan identity of the user using a first passive authentication method. Thesystem will typically use at least one passive authentication method(i.e. authentication requiring no active input from the user) toidentify a user. For instance, upon detecting the user's presence, thesystem may attempt to identify a user by using facial recognition. Insome embodiments, the system will attempt to use a number of passiveauthentication methods in parallel. To illustrate, the system maysimultaneously attempt to verify the identity of the user using facialrecognition, wirelessly detecting the presence of a card issued by anentity, the presence of a token located on the user's smart device, andthe like. In some embodiments, the system may be configured to attemptto use all available passive methods to authenticate the user.

The process continues to block 602, where the system increases aconfidence value associated with the identity of the user by apredetermined amount associated with the first passive authenticationmethod. Typically, the confidence value associated with the identity ofthe user represents the degree to which a system is certain regarding aparticular user's identity. Successful execution of a passiveauthentication method may increase the confidence value by apredetermined amount. Generally, each passive authentication method willincrease the confidence value by a different amount according to theaccuracy and consistency of the particular authentication method.Passive authentication methods that are more accurate and reliable mayincrease the confidence value by a greater amount, while less accurateand reliable methods may increase the confidence value by a smalleramount. For instance, to the extent that cards issued by the entity maybe used by individuals other than the authorized user (e.g. if theentity card is stolen or lost), passive authentication via wirelesslydetecting an entity card may increase the confidence value by a smalleramount than facial recognition because the face is unique to theindividual. On the other hand, facial recognition may be subject tointerference due to artifacts or obstructions within the image capturedby the one or more cameras within the virtual center. Accordingly, thesystem may increase the confidence value by a higher amount if bothfacial recognition and wireless card authentication compared to the sumof the increases in the confidence value if either passiveauthentication method was used by itself. To this end, the system mayassign a multiplier greater than 1 if two or more passive authenticationmethods are successful. The multiplier may increase as more passiveauthentication methods are used successfully.

The process continues to block 603, where the system detects that theconfidence value associated with the identity of the user has met orexceeded a first threshold. In some embodiments, the first threshold maybe met or exceeded by one passive authentication method. In otherembodiments, the first threshold may only be met or exceeded bycombining multiple passive authentication methods. The first thresholdmay be set according to the types of actions to be made available to theuser. In particular, the first threshold may correspond to actionsrequiring a lower level of certainty regarding the identity of the user(e.g. actions that are less sensitive), such as viewing an accountbalance, making small account transfers, and the like. Furthermore, anynumber of additional thresholds may be added in addition to the firstthreshold, where higher thresholds must be met or exceeded by increasingthe confidence value over the higher thresholds. The higher thresholdsmay be associated with actions that require the strictest security (e.g.the highest confidence values), such as making large account transfers,signing up for certain services offered by the entity, significantchanges to account settings or identifying information, and the like.Typically, the system may be configured to set the confidence valuethresholds such that the highest threshold may be met or exceeded usingpassive authentication methods alone. In this way, the efficiency of theauthentication system is increased by bypassing the activeauthentication step that is present in traditional methods. In otherembodiments, the system may be configured to require the user to provideauthentication credentials (i.e. active authentication methods) in orderto access the most sensitive account functions. In some embodiments, thepredetermined confidence values associated with the various thresholdsmay be determined by the entity based on a balance between security andexpediency. One on hand, setting confidence value thresholds too low maylead to an increased risk of giving an unauthorized user access tovarious sensitive functions related to the original user's account. Onthe other hand, setting confidence value thresholds too high may reducethe expediency of the transactions by requiring the user to manuallyauthenticate with the system. Preferably, the predetermined valuesassociated with each passive authentication method will be selected toprovide a high level of security while simultaneously increasing theease and convenience of authenticating the user.

The process continues to block 604, where the system authorizes a firstset of actions based on the confidence value meeting or exceeding thefirst threshold. At this stage, the system may allow certain actions tobe conducted by the user. Typically, the actions allowed associated withthe first threshold will be actions that carry a low amount of securityrisk to the user. For instance, the threshold for greeting the user byname may be relatively low compared to other functions, as amisidentification of the user in such a case produces comparativelylittle harm. Based on meeting the first threshold, the system may alsoallow the user to view an account balance or make small withdrawals ordeposits. The actions associated with a second threshold may correspondto actions that require greater security, such as changes to accountsettings, more significant account transfers, and the like. Actionsassociated with any further additional thresholds may correspond actionsrequiring an increasingly greater amount of security. The confidencevalue must be increased to meet or exceed each of these thresholds inorder for the system to authorize the sets of actions which correspondto each threshold. Typically, the system may use only passiveauthentication methods to increase the confidence value. In this way,the system is able to provide an efficient, seamless, and secure methodof authenticating a user with minimal input from the user. In otherembodiments, the system may use a combination of passive and activeauthentication methods to balance efficiency with providing the maximumamount of security possible for a user's account.

The process concludes at block 605, where the system presents to theuser a first menu of actions, wherein the first menu of actionscomprises the first set of actions. The system provides said first menuto the user via a display. The user may, through the various inputmethods as described herein, select from the set of first actions thatwere authorized by the system through the passive authentication methodsnecessary to meet or exceed the first threshold. In some embodiments,the first menu may further comprise a second set of actionscorresponding to a second threshold. In some embodiments, the system mayutilize additional passive authentication methods to increase theconfidence value above the second threshold once the user selects fromthe second set of actions. In other embodiments, the system may utilizethe additional authentication methods automatically and simultaneously,and provide a menu comprising the sum of total actions available to theuser based on the confidence value calculated from successfulauthentications. Typically, the user may provide input to the system bytouching a menu item that has been projected in close proximity to theuser. Alternatively, the user may give a voice command to the virtualambassador to select a provided menu item. In some embodiments, thesystem may further be configured to, using the historical database,predict the reason for the user's visit. In such embodiments, once thesystem has verified the user's identity using the various passiveauthentication methods, the system may inquire whether the user hasvisited the virtual center to execute a predicted transaction. Once theuser provides a confirmation that the user wishes to execute thepredicted transaction, the system may automatically begin the process ofexecuting the predicted transaction according to the authentication datareceived passively from the user, so long as the confidence value hasmet or exceeded the threshold associated with the predicted transaction.

Each communication interface described herein generally includeshardware, and, in some instances, software, that enables the computersystem, to transport, send, receive, and/or otherwise communicateinformation to and/or from the communication interface of one or moreother systems on the network. For example, the communication interfaceof the user input system may include a wireless transceiver, modem,server, electrical connection, and/or other electronic device thatoperatively connects the user input system to another system. Thewireless transceiver may include a radio circuit to enable wirelesstransmission and reception of information.

As will be appreciated by one of ordinary skill in the art, the presentinvention may be embodied as an apparatus (including, for example, asystem, a machine, a device, a computer program product, and/or thelike), as a method (including, for example, a business process, acomputer-implemented process, and/or the like), or as any combination ofthe foregoing. Accordingly, embodiments of the present invention maytake the form of an entirely software embodiment (including firmware,resident software, micro-code, and the like), an entirely hardwareembodiment, or an embodiment combining software and hardware aspectsthat may generally be referred to herein as a “system.” Furthermore,embodiments of the present invention may take the form of a computerprogram product that includes a computer-readable storage medium havingcomputer-executable program code portions stored therein.

As the phrase is used herein, a processor may be “configured to” performa certain function in a variety of ways, including, for example, byhaving one or more general-purpose circuits perform the function byexecuting particular computer-executable program code embodied incomputer-readable medium, and/or by having one or moreapplication-specific circuits perform the function.

It will be understood that any suitable computer-readable medium may beutilized. The computer-readable medium may include, but is not limitedto, a non-transitory computer-readable medium, such as a tangibleelectronic, magnetic, optical, infrared, electromagnetic, and/orsemiconductor system, apparatus, and/or device. For example, in someembodiments, the non-transitory computer-readable medium includes atangible medium such as a portable computer diskette, a hard disk, arandom access memory (RAM), a read-only memory (ROM), an erasableprogrammable read-only memory (EPROM or Flash memory), a compact discread-only memory (CD-ROM), and/or some other tangible optical and/ormagnetic storage device. In other embodiments of the present invention,however, the computer-readable medium may be transitory, such as apropagation signal including computer-executable program code portionsembodied therein.

It will also be understood that one or more computer-executable programcode portions for carrying out the specialized operations of the presentinvention may be required on the specialized computer includeobject-oriented, scripted, and/or unscripted programming languages, suchas, for example, Java, Perl, Smalltalk, C++, SAS, SQL, Python, ObjectiveC, and/or the like. In some embodiments, the one or morecomputer-executable program code portions for carrying out operations ofembodiments of the present invention are written in conventionalprocedural programming languages, such as the “C” programming languagesand/or similar programming languages. The computer program code mayalternatively or additionally be written in one or more multi-paradigmprogramming languages, such as, for example, F#.

Embodiments of the present invention are described above with referenceto flowcharts and/or block diagrams. It will be understood that steps ofthe processes described herein may be performed in orders different thanthose illustrated in the flowcharts. In other words, the processesrepresented by the blocks of a flowchart may, in some embodiments, be inperformed in an order other that the order illustrated, may be combinedor divided, or may be performed simultaneously. It will also beunderstood that the blocks of the block diagrams illustrated, in someembodiments, merely conceptual delineations between systems and one ormore of the systems illustrated by a block in the block diagrams may becombined or share hardware and/or software with another one or more ofthe systems illustrated by a block in the block diagrams. Likewise, adevice, system, apparatus, and/or the like may be made up of one or moredevices, systems, apparatuses, and/or the like. For example, where aprocessor is illustrated or described herein, the processor may be madeup of a plurality of microprocessors or other processing devices whichmay or may not be coupled to one another. Likewise, where a memory isillustrated or described herein, the memory may be made up of aplurality of memory devices which may or may not be coupled to oneanother.

It will also be understood that the one or more computer-executableprogram code portions may be stored in a transitory or non-transitorycomputer-readable medium (e.g., a memory, and the like) that can directa computer and/or other programmable data processing apparatus tofunction in a particular manner, such that the computer-executableprogram code portions stored in the computer-readable medium produce anarticle of manufacture, including instruction mechanisms which implementthe steps and/or functions specified in the flowchart(s) and/or blockdiagram block(s).

The one or more computer-executable program code portions may also beloaded onto a computer and/or other programmable data processingapparatus to cause a series of operational steps to be performed on thecomputer and/or other programmable apparatus. In some embodiments, thisproduces a computer-implemented process such that the one or morecomputer-executable program code portions which execute on the computerand/or other programmable apparatus provide operational steps toimplement the steps specified in the flowchart(s) and/or the functionsspecified in the block diagram block(s). Alternatively,computer-implemented steps may be combined with operator and/orhuman-implemented steps in order to carry out an embodiment of thepresent invention.

While certain exemplary embodiments have been described and shown in theaccompanying drawings, it is to be understood that such embodiments aremerely illustrative of, and not restrictive on, the broad invention, andthat this invention not be limited to the specific constructions andarrangements shown and described, since various other changes,combinations, omissions, modifications and substitutions, in addition tothose set forth in the above paragraphs, are possible. Those skilled inthe art will appreciate that various adaptations and modifications ofthe just described embodiments can be configured without departing fromthe scope and spirit of the invention. Therefore, it is to be understoodthat, within the scope of the appended claims, the invention may bepracticed other than as specifically described herein.

INCORPORATION BY REFERENCE

To supplement the present disclosure, this application furtherincorporates entirely by reference the following commonly assignedpatent applications:

U.S. patent application Docket Number Ser. No. Title Filed On7855US1.014033.3044 To be SYSTEM FOR Con- assigned AUTHENTICATIONcurrently OF A USER BASED herewith ON MULTI-FACTOR PASSIVELY ACQUIREDDATA

1. A system for interfacing with a user within a virtual center,comprising: an interface computing system comprising: a first processor;a first communication interface; and a first memory having a virtualambassador application stored therein, wherein the virtual ambassadorapplication, when executed by the first processor, causes the firstprocessor to: detect, via one or more sensors, a presence of the userwithin the virtual center; present an image of a virtual ambassador tothe user via a display; present to the user, via the display, an optionsmenu through the virtual ambassador; access, from a historical database,historical data associated with the user; based on the historical data,generate a predicted reason for a visit of the user; based on thepredicted reason, prompt the user, via a menu item, to confirm that theuser is present at the virtual center for the predicted reason; receive,from the user, a selection of the menu item; and send, over a network,the selection of the menu item to an operations computing system, theoperations computing system comprising: a second processor; a secondcommunication interface; and a second memory having an operationsapplication stored therein, wherein the operations application, whenexecuted by the second processor, causes the second processor to:receive, over the network, the selection of the menu item from thevirtual ambassador application; and initiate a resolution of theselection of the menu item, wherein the resolution of the selection ofthe menu item comprises: detecting that the selection of the menu itemis associated with an action within a particular location within thevirtual center; configuring the virtual ambassador to prompt the user tomove to the particular location; configuring the virtual ambassador towalk the user to the particular location, wherein the virtual ambassadorremains within a predetermined distance from the user; and prompting theuser, via the display, to execute the action within the particularlocation.
 2. The system according to claim 1 wherein the options menu iscentered around the user, wherein the menu item is defined by aselectable area configured for interaction with the user, whereinreceiving the selection of the menu item comprises: detecting, via theone or more sensors, that at least a part of the user's body has enteredthe selectable area; detecting, via the one or more sensors, that thepart of the user's body has remained within the selectable area for apredetermined amount of time; and providing a confirmation to the userthat the menu item has been selected.
 3. The system according to claim2, wherein the virtual ambassador application further causes the firstprocessor to: detect, via the one or more sensors, a change in locationof the user within the virtual center; reposition the options menuaccording to the location of the user; and reposition the image of thevirtual ambassador according to the location of the user.
 4. (canceled)5. The system according to claim 3, wherein the display is athree-dimensional holographic projector.
 6. The system according toclaim 1, wherein initiating the resolution of the selection of the menuitem comprises the operations application further causing the secondprocessor to: detect that the selection of the menu item requiresfurther action by a representative; and establish a video conferencingsession with a representative computing system, wherein the videoconferencing session comprises information associated with the selectionof the menu item.
 7. A computer program product for interfacing with auser within a virtual center, the computer program product comprising atleast one non-transitory computer readable medium havingcomputer-readable program code portions embodied therein, thecomputer-readable program code portions comprising: an executableportion for detecting, via one or more sensors, a presence of the userwithin the virtual center; an executable portion for presenting an imageof a virtual ambassador to the user via a display; an executable portionfor presenting to the user, via the display, an options menu through thevirtual ambassador; an executable portion for accessing, from ahistorical database, historical data associated with the user; anexecutable portion for, based on the historical data, generating apredicted reason for a visit of the user; an executable portion for,based on the predicted reason, prompting the user, via a menu item, toconfirm that the user is present at the virtual center for the predictedreason; an executable portion for receiving, from the user, a selectionof the menu item; and an executable portion for initiating a resolutionof the selection of the menu item, wherein the resolution of theselection of the menu item comprises: detecting that the selection ofthe menu item is associated with an action within a particular locationwithin the virtual center; configuring the virtual ambassador to promptthe user to move to the particular location; configuring the virtualambassador to walk the user to the particular location, wherein thevirtual ambassador remains within a predetermined distance from theuser; and prompting the user, via the display, to execute the actionwithin the particular location.
 8. The computer program productaccording to claim 7, wherein the options menu is centered around theuser, wherein the menu item is defined by a selectable area configuredfor interaction with the user, the computer-readable program codeportions further comprising: an executable portion for detecting, viathe one or more sensors, that at least a part of the user's body hasentered the selectable area; an executable portion for detecting, viathe one or more sensors, that the part of the user's body has remainedwithin the selectable area for a predetermined amount of time; and anexecutable portion for providing a confirmation to the user that themenu item has been selected.
 9. The computer program product accordingto claim 8, the computer-readable program code portions furthercomprising: an executable portion for detecting, via the one or moresensors, a change in location of the user within the virtual center; anexecutable portion for repositioning the options menu according to thelocation of the user; and an executable portion for repositioning theimage of the virtual ambassador according to the location of the user.10. (canceled)
 11. The computer program product according to claim 9,wherein the display is a three-dimensional holographic projector. 12.The computer program product according to claim 7, the computer-readableprogram code portions further comprising: an executable portion fordetecting that the selection of the menu item requires further action bya representative; and an executable portion for establishing a videoconferencing session with a representative computing system, wherein thevideo conferencing session comprises information associated with theselection of the menu item.
 13. A computer-implemented method forinterfacing with a user within a virtual center, said method comprising:detecting, via one or more sensors, a presence of the user within thevirtual center; presenting an image of a virtual ambassador to the uservia a display; presenting to the user, via the display, an options menuthrough the virtual ambassador; accessing, from a historical database,historical data associated with the user; based on the historical data,generating a predicted reason for a visit of the user; based on thepredicted reason, prompting the user, via a menu item, to confirm thatthe user is present at the virtual center for the predicted reason;receiving, from the user, a selection of the menu item; and initiating aresolution of the selection of the menu item, wherein the resolution ofthe selection of the menu item comprises: detecting that the selectionof the menu item is associated with an action within a particularlocation within the virtual center; configuring the virtual ambassadorto prompt the user to move to the particular location; configuring thevirtual ambassador to walk the user to the particular location, whereinthe virtual ambassador remains within a predetermined distance from theuser; and prompting the user, via the display, to execute the actionwithin the particular location.
 14. The computer-implemented methodaccording to claim 13, wherein the options menu is centered around theuser, wherein the menu item is defined by a selectable area configuredfor interaction with the user, the method further comprising: detecting,via the one or more sensors, that at least a part of the user's body hasentered the selectable area; detecting, via the one or more sensors,that the part of the user's body has remained within the selectable areafor a predetermined amount of time; and providing a confirmation to theuser that the menu item has been selected.
 15. The computer-implementedmethod according to claim 14, the method further comprising: detecting,via the one or more sensors, a change in location of the user within thevirtual center; repositioning the options menu according to the locationof the user; and repositioning the image of the virtual ambassadoraccording to the location of the user.
 16. (canceled)
 17. Thecomputer-implemented method according to claim 15, wherein the displayis a three-dimensional holographic projector.
 18. Thecomputer-implemented method according to claim 13, the method furthercomprising: detecting that the selection of the menu item requiresfurther action by a representative; and establishing a videoconferencing session with a representative computing system, wherein thevideo conferencing session comprises information associated with theselection of the menu item.